Use the information in this chapter to determine whether a problem originates with the hardware or the software. For further assistance, contact your customer service representative.

Note The WAAS software does not support the use of a keyboard or mouse (Personal System/2 [PS/2] or Universal Serial Bus [USB]) for Linux and WAAS software troubleshooting. However, the keyboard and mouse are supported by the BIOS for power-on self-test (POST) and the diagnostic programs that are located in the device ROM.

When console redirection is enabled, all the tests available from a keyboard are accessible through the console connection as well. (Mouse support, however, is not available through the console connection.)

You can run all the diagnostics and tests that are supported by the BIOS, with a few exceptions. Tests for ports (such as the systems-management Ethernet connector and the SAS connector) that are not supported by the WAAS software are invalid.

Caution Customer-replaceable components include the Inline Network adapter, hard disk drives, and power supplies. All other components that are not orderable as spare hardware options can only be replaced by a qualified service technician. Once you have identified a faulty component, contact the Cisco Technical Assistance Center (TAC).

Checking Connections and Switches

Improperly set switches and controls and loose or improperly connected cables are the most likely source of problems for the chassis or other external equipment. A quick check of all the switches, controls, and cable connections can easily solve these problems. (See Figure 1-1for the location of front panel controls and indicators. See Figure 1-2 for the location of back panel connectors on the system.)

To check all the connections and switches, follow these steps:

Step 1 Power down the system, including any attached peripherals such as external drives. Disconnect all the power cables from their electrical outlets.

Step 2 If the system is connected to a power strip (or power distribution unit), turn the power strip off and then on again.

Using the System Diagnostic Programs

The device diagnostic programs are stored in read-only memory (ROM) on the system board. These programs are the primary method of testing the following major components of the device: the system board, Ethernet controller, RAM, serial ports, and hard disk drives. See the "Diagnostic Programs and Error Messages" section.

If you cannot determine whether a problem is caused by the hardware or by the software, you can run the diagnostic programs to confirm that the hardware is working properly.

When you run the diagnostic programs, a single problem might cause several error messages. When this situation occurs, you should correct the cause of the first error message. After the cause of the first error message is corrected, the other error messages might not occur the next time you run the test.

When troubleshooting, note the following points:

•If multiple error codes are displayed, diagnose the first error code that is displayed.

Your device has LEDs to help you identify problems with device components. These LEDs are part of the Light Path Diagnostics that are built into your device. By following the path of LEDs, you can quickly identify the type of system error that occurred. See the "Using Light Path Diagnostics" section for more information.

•Error symptom charts

These charts list problem symptoms, along with suggested steps to correct the problems. See the "Error Symptoms" section for more information.

POST Overview

When you power up the device, it performs a series of tests to check the operation of device components and some of the hardware options installed in the device. This series of tests is called the power-on self-test, or POST.

If POST finishes without detecting any problems, a single beep sounds, and the first screen of your operating system or application program appears.

Note If you have a power-up password or administrator password set, you must enter the password and press Enter when prompted, before POST will continue.

Note A single problem might cause several error messages. When this situation occurs, you should correct the cause of the first error message. After you correct the cause of the first error message, the other error messages usually will not occur the next time that you run the test.

The POST error log contains the three most recent error codes and messages that the system generated during POST. The system error log contains all messages issued during POST and all system status messages from the service processor.

You can view the contents of the system error log from the diagnostic programs.

Diagnostic Programs and Error Messages

The device diagnostic programs are stored in ROM on the system board. These programs are the primary method of testing the major components of your device.

Diagnostic error messages indicate that a problem exists; they are not intended to be used to identify a failing part. Troubleshooting and servicing of complex problems that are indicated by error messages should be performed by trained service personnel.

Sometimes the first error to occur causes additional errors. In this case, the device displays more than one error message. Always follow the suggested action instructions for the first error message that appears.

The following sections contain the error codes that might appear in the detailed test log and summary log when the diagnostic programs are run.

The error code format is as follows:

fff-ttt-iii-date-cc-text message

The following are the meanings of the error message elements:

Error Message Element

Explanation

fff

3-digit function code that indicates the function being tested when the error occurred. For example, function code 089 is for the microprocessor.

ttt

3-digit failure code that indicates the exact test failure that was encountered. (These codes are for trained service personnel; see the "Diagnostic Error Codes" section.)

Message that indicates the reason for the problem.The format is as follows:

Function Name: Result (test-specific string)

where

Function Name is the name of the function being tested when the error occurred. This corresponds to the function code (fff) shown in the error code format in the previous section.

The result can be one of the following:

•Passed—This result occurs when the diagnostic test is completed without any errors.

•Failed—This result occurs when the diagnostic test discovers an error.

•User Aborted—This result occurs when you stop the diagnostic test before it is complete.

•Not Applicable—This result occurs when you specify a diagnostic test for a device that is not present.

•Aborted—This result occurs when the test could not proceed, for example, because of the system configuration.

•Warning—This result occurs when the test could not be run. There was no failure of the hardware that was being tested, but there might be a hardware failure elsewhere, or another problem prevented the test from running. For example, there might be a configuration problem, or the hardware might be missing or is not being recognized.

The test-specific string is additional information that you can use to analyze the problem.

Starting the Diagnostic Programs

To start the diagnostic programs, follow these steps:

Step 1 Power up the device and watch the console.

Note To run the diagnostic programs, you must start the device with the highest level password that is set. That is, if an administrator password is set, you must enter the administrator password, not the power-up password, to run the diagnostic programs.

Step 2 Press F2 when this message appears:

F2 for Diagnostics

Step 3 Enter the appropriate password and then press Enter.

Step 4 From the top of the window, choose either Extended or Basic.

Step 5 When the Diagnostic Programs window appears, choose the test that you want to run from the list that appears. Follow the instructions in the window:

•Press F1 while running the diagnostic programs to obtain help information. You also can press F1 from within a help window to obtain online documentation from which you can choose different categories. To exit from the help information and return to your last location, press Esc.

•If the device stops during testing and you cannot continue, restart the device and try running the diagnostic programs again. If the problem remains, the component that was being tested when the device stopped needs to be replaced.

•If you run the diagnostic programs with no mouse attached to your device, you will not be able to navigate between test categories using the Next Cat and Prev Cat buttons. All other functions provided by mouse-selectable buttons are also available using the function keys. You can use the regular keyboard test to test a USB keyboard, and you can use the regular mouse test to test a USB mouse.

Note The WAAS software does not support USB peripheral devices, but you can use these devices with the diagnostic programs.

•You can view device configuration information (such as system configuration, memory contents, interrupt request [IRQ] use, direct memory access [DMA] use, device drivers, and so on) by choosing Hardware Info from the top of the window.

If the diagnostic programs do not detect any hardware errors but the problem persists during normal device operations, a software error might be the cause. If you suspect a software problem, see the Cisco WAAS software documentation.

Viewing the Test Log

When the tests are completed, you can view the test log by choosing Utility > View Test Log.

Note You can view the test log only while you are in the diagnostic programs. When you exit the diagnostic programs, the test log is cleared. To save the test log to a file on the hard disk, click Save Log on the diagnostic programs screen and specify a location and name for the saved log file.

Viewing Diagnostic Error Message Tables

Note Depending on your device configuration, some of the error messages might not appear when you run the diagnostic programs.

Note If diagnostic error messages appear that are not listed in the tables, make sure that your device has the latest levels of BIOS and diagnostics microcode installed.

Checking the Power Subsystem

Power problems can be difficult to solve. For example, a short circuit can exist anywhere on any of the power distribution buses. Usually a short circuit will cause the power subsystem to shut down because of an overcurrent condition.

To perform a general procedure for troubleshooting power problems, follow these steps:

Step 1 Power down the device and disconnect all AC power cords.

Step 2 Check for loose cables in the power subsystem. Also check for short circuits. For example, check if there is a loose screw that is causing a short circuit on a circuit board.

Step 3 Remove adapters and disconnect the cables and power connectors to all internal and external devices until the device is at the minimum configuration required to start it.

Step 4 Reconnect all AC power cords and power up the device. If the device starts up successfully, replace adapters and devices one at a time until the problem is isolated. If the device does not start up from the minimal configuration, replace components of a minimal configuration one at a time until the problem is isolated.

To use this method, it is important to know the minimum configuration required for a system to start. The following are the minimum operating requirements:

•One power supply

•Power backplane

•Power cord

•One microprocessor

•Two dual inline memory modules (2 GB DIMMs)

Table 6-1 describes the problems that are indicated by various combinations of the AC power-supply LEDs and the power-on LED on the operator information panel and suggested actions to correct the detected problems.

Table 6-1 Power Supply Troubleshooting

AC LED

DC LED

Power-on LED

Description

Action

Off

Off

Off

No power to the device or a problem with the AC power source.

1. Check the AC power to the device.

2. Make sure that the power cord is connected to a functioning power source.

Network Connection Problems

If the Ethernet controller cannot connect to the network, check the following conditions:

•Make sure that the cable is installed correctly.

The network cable must be securely attached at all connections. If the cable is attached but the problem remains, try a different cable.

If you set the Ethernet controller to operate at either 100 Mbps or 1000 Mbps, you must use Category 5 or higher cabling.

•Determine whether the switch or device to which the WAE is connected supports autonegotiation. If it does not, try configuring the integrated Ethernet controller manually to match the speed and duplex mode of the switch.

•Check the Ethernet controller LEDs on the device back panel. (See Figure 1-2.)

These LEDs indicate whether a problem exists with the connector, cable, or switch:

–The Ethernet link status LED is on when the Ethernet controller receives a link pulse from the switch. If the LED is off, there might be a defective connector or cable or a problem with the switch.

–The Ethernet activity LED is on when the Ethernet controller sends or receives data over the Ethernet network. If the Ethernet activity LED is off, make sure that the switch and network are operating and that the correct device drivers are installed.

•Make sure that you are using the correct device drivers that are supplied with your device and that the device drivers on the client and the device are using the same protocol.

•Check for operating system-specific causes for the problem.

•Test the Ethernet controller.

The method used to test the Ethernet controller depends on which operating system that you are using (see the Ethernet controller device driver README files).

•Make sure that the switch to which the WAE is connected is powered on.

•Check all connections at the Ethernet controller and the switch.

•Use another port on the switch.

•If the switch does not support autonegotiation, manually configure the Ethernet controller to match the switch.

•If you manually configured duplex mode, make sure that you also manually configure the speed.

•Run diagnostics on the LEDs.

•Reseat or replace the adapter.

The Ethernet activity LED does not work.

Check the following:

•The network might be idle. Try sending data from this device.

•Run diagnostics on the LEDs.

Data is incorrect or sporadic.

Check the following:

•Make sure that you are using Category 5 or higher cabling when operating the device at 100 Mbps or 1000 Mbps.

•Make sure that the cables do not run close to noise-inducing sources such as fluorescent lights.

The Ethernet controller stopped working when another adapter was added to the device.

Check the following:

•Make sure that the cable is connected to the Ethernet controller.

•Make sure that your PCI system BIOS code is current.

•Reseat the adapter.

•Determine if the interrupt (IRQ) setting assigned to the Ethernet adapter is also assigned to another device in the system. Use the configuration/setup utility program to determine if this is the case.

•Although interrupt sharing is allowed for PCI devices, some devices do not function well when they share an interrupt with a dissimilar PCI device. Try changing the IRQ assigned to the Ethernet adapter or the other device.

•Reseat or replace the adapter.

The Ethernet controller stopped working without apparent cause.

Check the following:

•Run diagnostics for the Ethernet controller.

•Try a different connector on the switch.

•Reseat or replace the adapter.

Identifying Problems Using Trouble Indicators and Status LEDs

If the system error LED on the front of the device is on, one or more LEDs inside the device or on the power supply will be on. Your device has LEDs to help you identify problems with some device components. These LEDs are part of the Light Path Diagnostics feature built into the device. By following the path of lights, you can quickly identify the type of system error that occurred.

Your device is designed so that any LEDs that are on remain on when the device shuts down as long as the AC power source is good and the power supply can supply +5 VDC current to the device. This feature helps you isolate the problem if an error causes the device to shut down. (See Table 6-8.)

Power Supply LEDs

The AC and DC power LEDs on the power supply provide status information about the power supply. For details, see Table 6-1.

System Error LED

If the system error LED on the operator information panel (see Figure 6-1) is on, one or more LEDs inside the device might be on. Use the Light Path Diagnostic panel (see Figure 6-2) to quickly identify the type of error that occurred. For system board LED locations, see Figure 6-3. For riser-card LED locations, see Figure 6-4.

Figure 6-1 Operator Information Panel

Your device is designed so that LEDs remain on when the device shuts down as long as the power supply is operating properly. This feature helps you to isolate the problem even if an error causes the device to shut down.

Diagnostic Panel LEDs

To view the Light Path Diagnostics panel, slide the latch to the left on the front of the operator information panel and pull the panel forward to reveal the Light Path Diagnostics panel. Lit LEDs on this panel indicate the type of error that has occurred. Note any LEDs that are lit, and then push the Light Path Diagnostics panel back into the device.

Look at the system service label on the top of the device, which gives an overview of internal components that correspond to the LEDs on the Light Path Diagnostics panel.

Figure 6-2 shows the LEDs on the diagnostic panel inside the device. See Table 6-8 for information about identifying problems using these LEDs.

Remind Button

You can use the Remind button on the Light Path Diagnostics panel to place the front panel system error LED into the Remind mode. By pressing the button, you acknowledge the failure but indicate that you will not take immediate action. If a new failure occurs, the system error LED comes on again.

In the Remind mode, the system error LED flashes and remains in the Remind mode until one of the following situations occurs:

•All known problems are resolved.

•The system is restarted.

•A new problem occurs.

You can use the Remind button to delay device maintenance until a later time. Also, resetting the system error LED enables the LED to react to another error. If the LED is still flashing from the first error, it masks additional errors.

Using Light Path Diagnostics

The system error LED on the front of the device is on when certain system errors occur. If the system error LED on your device is on, use Table 6-8 to help determine the cause of the error and the action needed. These actions should only be performed by trained and qualified personnel.

Undetermined Problems

Use the information in this section if the diagnostic tests did not identify the failure, the devices list is incorrect, or the system is inoperative.

Note Damaged data in CMOS can cause undetermined problems.

Note Damaged data in BIOS code can cause undetermined problems.

Check the LEDs on all the power supplies. If the LEDs indicate the power supplies are working correctly, follow these steps:

Step 1 Power down the device.

Step 2 Be sure the device is cabled correctly.

Step 3 Remove or disconnect the following devices (one at a time) until you find the failure (power up the device and reconfigure it each time):

•Any external devices

•Surge suppressor device (on the device)

•Modem, printer, mouse, or non-Cisco devices

•Each adapter

•Disk drives

•Memory modules (minimum requirement = 4 GB; two banks of 2 GB DIMMs)

Note Any component that is internal to the device, with the exception of customer-replaceable adapters, must be serviced by trained and qualified personnel. Contact your customer service representative.

Step 4 Power up the device. If the problem remains, check the following parts in the order listed:

a. Power backplane

b. System board

Note If the problem goes away when you remove an adapter from the system, and replacing that adapter does not correct the problem, check the system board.

Note If you suspect a networking problem and all the system tests pass, check if there is a network cabling problem external to the system.

Problem-Solving Tips

Because of the variety of hardware and software combinations that can be encountered, use the following information to assist you in identifying the problems. If possible, have this information available when requesting technical assistance.

•Machine type and model

•Microprocessor or hard disk upgrades

•Failure symptom

–Do diagnostics fail?

–What, when, where; single or multiple systems?

–Is the failure repeatable?

–Has this configuration ever worked?

–If it has been working, what changes were made before it failed?

–Is this the original reported failure?

•Diagnostics type and version level

•Hardware configuration

–Print (print screen) configuration currently in use

–BIOS level

•Operating system software type and version level

To eliminate confusion, identical systems are considered identical only if they meet all these conditions:

•Are the exact machine type and models

•Have the same BIOS level

•Have the same adapters or attachments in the same locations

•Have the same address jumpers, terminators, and cabling

•Have the same software versions and levels

•Have the same diagnostics code

•Have the same configuration options set in the system

•Have the same setup for the operating system control files

Comparing the configuration and software setup in working and nonworking systems might help to resolve the problem.

Symptoms and Solutions

This section lists symptoms, errors, and the possible causes. The most likely cause is listed first. Use this symptom-to-solution index to help you decide which components your service representative needs to have available when servicing the system.

The first column of the three-column tables in this section lists the error code or message, the second column describes the error, and the third column lists one or more suggested actions or components that need to be reseated or replaced. Use the table to identify possible causes for the error message and then call your service representative.

The POST BIOS code displays POST error codes and messages on the screen.

System Error LED and the Diagnostic Panel LEDs

The system error LED is on when an error is detected. If the system error LED is on, remove the cover and check the diagnostic panel LEDs. Table 6-8 lists all the diagnostic panel LEDs followed by the component or action for correcting the problem. The information in the table is valid only when the system error LED is on.

When checking the diagnostic panel LEDs, note the following information:

•If a diagnostic panel LED is on and the front panel system error LED is off, there is probably an LED problem. Run the LED diagnostics.

•The DIMM error LEDs, microprocessor error LEDs, and VRM error LEDs on the system board go off when the system is powered down.

Table 6-8 provides the diagnostic panel LED error definitions. The third column lists one or more suggested actions or components that need to be reseated or replaced. Use this table to identify possible causes for the error message and then call your customer service representative.

Table 6-8 Diagnostic-Panel LED Error Definitions

Diagnostic-Panel LED

Description

Cause and Action

None, but the System Error LED is lit.

An error has occurred and cannot be diagnosed, The error is not represented by a light path diagnostics LED.

3. If you cannot isolate the failing adapter through the LEDs and the information in the system error log, remove one adapter at a time from the failing PCI bus, and restart the device after each adapter is removed.

4. Check the PCI riser card.

5. Check the system board.

Diagnostic Error Codes

In the following error codes, if XXX is 000, 195, or 197, do not replace a component. The descriptions for these error codes are as follows:

•000—The test passed.

•195—The Esc key was pressed to stop the test.

•197—Warning; a hardware failure might not have occurred.

For all remaining error codes, the solution is to check the component or take the action indicated. Table 6-9 lists all the diagnostic error codes. Use this table to identify a faulty component, and then call your customer service representative for assistance.

After installing a USB keyboard, you might have to use the Configuration/Setup Utility program to enable keyboardless operation and prevent the POST error message 301 from being displayed during startup.

The OVER SPEC LED on the Light Path Diagnostics panel is lit, and the power channel A LED on the system board is lit.

1. Remove fans 4, 6, 8, and 9 and restart the device. If the OVER SPEC and power channel LEDs are still lit, do the following:

a. Check the hot-swap power supplies, replacing them one at a time. Restart the device each time that you reinstall a power supply.

b. Check the power backplane.

c. Check the system board.

2. Reinstall the fans listed in Step 1, one at a time, in the order shown. Restart the device each time that you reinstall a fan. If the power channel A LED is lit, the component that you just reinstalled is defective. Replace the defective component.

The OVER SPEC LED on the Light Path Diagnostics panel is lit, and the power channel B LED on the system board is lit.

1. Remove fans 1, 2, 3, 5, and the IDE CD/DVD cable, and restart the device. If the OVER SPEC and power channel LEDs are still lit, do the following:

a. Check the hot-swap power supplies, replacing them one at a time. Restart the device each time that you reinstall a power supply.

b. Check the power backplane.

c. Check the system board.

2. Reinstall the IDE CD/DVD cable and drive and restart the device. If the OVER SPEC and power channel LEDs are still off, replace the CD-RW/DVD drive.

3. Reinstall the components listed in Step 1, one at a time, in the order shown. Restart the device each time that you reinstall a component. If the power channel B LED is lit, the component that you just reinstalled is defective. Replace the defective component.

The OVER SPEC LED on the Light Path Diagnostics panel is lit, and the power channel C LED on the system board is lit.

1. Remove the DIMMs and the ServerRAID SAS controller, and restart the device. If the OVER SPEC and power channel LEDs are still lit, do the following:

a. Check the hot-swap power supplies, replacing them one at a time. Restart the device each time that you reinstall a power supply.

b. Check the power backplane.

c. Check the system board.

2. Restart the device. If the OVER SPEC and power channel LEDs are off, reinstall the DIMMs, one pair at a time. Restart the device each time that you reinstall a DIMM. If the power channel C LED is lit, the pair of DIMMs that you just reinstalled is defective. Replace the defective DIMMs.

3. Reinstall the ServeRAID SAS controller and restart the device. If the OVER SPEC and power channel LEDs are off, replace the ServeRAID SAS controller.

The OVER SPEC LED on the Light Path Diagnostics panel is lit, and the power channel D LED on the system board is lit.

1. Remove all PCI adapters (the low-profile PCI Express adapters in PCI slots 3 and 4, and the adapters on the PCI riser card in PCI slots 1 and 2). If the OVER SPEC and power channel LEDs are still lit, do the following:

a. Check the hot-swap power supplies, replacing them one at a time. Restart the device each time that you reinstall a power supply.

b. Check the power backplane.

c. Check the system board.

2. Reinstall the adapters, one at a time. Restart the device each time that you reinstall an adapter. If the power channel D LED is lit, the adapter that you just reinstalled is defective. Replace the defective adapter.

The device does not power down.

1. Turn off the device by pressing the power-control button for 5 seconds.

2. Restart the device.

3. If the device fails POST and the power-control button does not work, disconnect the power cord for 20 seconds. Reconnect the power cord and restart the device.

4. If the problem remains, check the system board.

The device unexpectedly shuts down, and the LEDs on the operator information panel are not lit.